Flatsome store page error: no products

  • davidreca

    (@davidreca)


    3 months, 1 week ago

    Hello, we are having a problem that we understand is caused by Wordfence.

    Occasionally, not every day, our general product grid (without category or attribute filters) doesn’t return any products, but it also doesn’t throw any errors (according to Chrome’s product investigator); it simply doesn’t load the products. We fixed it by disabling and then re-enabling Wordfence.

    We have added various allowed URLs to the firewall, such as:

    /shop/* | request.queryString[product-page]
    /?wc-ajax=* | request.queryStringUX
    /?ux_products=* | request.queryStringUX

    We completely disabled the firewall a few days ago thinking that would solve the problem, but it happened again today. It only goes away when we disable the plugin and then re-enable it.

    We have attached images of the problem:

    https://ibb.co/JjVkcGRt

    We appreciate any help you can give us.

    The page I need help with: [log in to see the link]

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Support wfpeter

    (@wfpeter)

    3 months, 1 week ago

    Hi @davidreca,

    The “Network” tab in the browser console may be the best place to look as you’ll see if the requests are being blocked/stopped by something and if a Wordfence blocking page is associated with the failure for those requests. If it’s a database/timeout/AJAX failure, you’d see that too in case there’s another problem.

    If it looks like a Wordfence block, you may be able to unblock it directly from there (if you’re able to view the blocking page) or by visiting the Live Traffic page immediately afterwards. If there is a recent block there, check the reason after expanding the entry with the eye icon in the corner. You may find a specific firewall rule or Wordfence setting stated here after expanding the entry. The reason is shown in red text.

    Manually allowlist it using the “ADD PARAM TO FIREWALL ALLOWLIST” button if it’s necessary to add a new one in addition to the ones you mentioned above.

    Thanks,
    Peter.

    Thread Starter davidreca

    (@davidreca)

    3 months, 1 week ago

    Thank you for your response.
    We detected that our server was using a CDN with an active cache. We disabled this cache. Do you think this could have been related to the error?

    Thanks

    Plugin Support wfpeter

    (@wfpeter)

    3 months, 1 week ago

    Hi @davidreca,

    It is possible for caching to either affect any changed Wordfence files/settings, or result in issues updating new AJAX results. For example, if the product grid needed to update but was being sent a cached version of blank search results, that could have been a factor.

    If you’re not seeing Wordfence blocks after the blank results are returned and are using a plugin for the product grid, you may need to ask them how to best exclude it from being cached in future.

    Peter.

    Thread Starter davidreca

    (@davidreca)

    3 months, 1 week ago

    Hi, we disconnected the server cache on Tuesday and it failed again today.

    We checked the network from Chrome while the failure was occurring; we’re sharing a screenshot of the AJAX file:
    https://ibb.co/GvGDrNvn
    We understand that it’s not failing, is that correct?

    As we mentioned at the beginning of the ticket, the only way we found to eliminate the error is by deactivating and reactivating Wordfence.

    When this error occurred, the Wordfence firewall was disabled.

    Do you have any recommendations?

    Thanks

Viewing 4 replies - 1 through 4 (of 4 total)

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